Make banking a Fifth Third better® We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION: Function as the responsible team member to follow established practices and procedures for creating and editing knowledge articles and drive the incident management alert process for the department. Works directly with Subject Matter Experts (SMEs) for content, when articles are non-compliant and performs article review on a periodic basis. The role serves as the lead on the incident management process for the department, which can include responsibilities outside of standard business hours. Interacts frequently as a liaison between Information Technology (IT), Product Management, Commercial, and other internal departments providing operational and technical support to both internal and external customers for all of the Commercial Treasury Management products. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types. ESSENTIAL DUTIES AND RESPONSBILITIES Utilize article usage reports to monitor knowledge base workflow queue for new work assignments; remove authored or updated content in the workflow to SMEs, as well as articles rejected by them and/or Knowledge Management Publishers. Responsible for daily tracking of all outages to determine impact to the business, identify areas of improvement, and present findings to management. Responsible for incident notifications when issues are identified and drive the initial response and resolution. Author new content into the Knowledge Bank and maintain department resources of existing content through periodic review and end user feedback. Collect, compile, and organize specific content utilizing source content, such as existing knowledge bases and business requirements documents. Provide direct guidance to team members in the daily execution of operational duties while driving continual process improvements and productivity. Monitor the daily workflow queue to make sure that there is no backlog, so articles are published in a timely fashion. Manage and oversee user acceptance testing (UAT) is completed and the progress is documented for all new Treasury Management products and services. Participate on bridge line calls during or after business hours to gather, provide, and distribute information. Oversee all new and existing technical product implementation and/or enhancements. Provide analysis of newly acquired systems as it pertains to Treasury Management and work with IT and Product Management in coordinating a successful conversion. SUPERVISORY RESPONSIBILITIES: None MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: Bachelor’s degree or equivalent experience. Minimum of two (2) years of banking operations, financial services, or related experience. Strong business acumen. Expert knowledge of written English language and strong skills in technical editing. Ability to exert discretion regarding development/revisions of knowledge base content with minimal direction. Ability to communicate efficiently with internal and external customers. Strong knowledge of Commercial products, such as Fifth Third Direct. Experienced in Microsoft Office applications (i.e., Outlook, Word, PowerPoint, and Excel). Strong attention to detail and ability to multitask. Proven problem-solving skills. #LI-MW1 Senior Knowledge Management Specialist LOCATION -- Cincinnati, Ohio 45227 Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status. Introduce yourself to our team to stay connected on future opportunities. We look forward to finding the right place for you. Are you ready to take the next step? Fifth Third Bank, National Association is one of the top-performing banks in the country, with a history that spans more than 150 years. We’ve staked our claim on looking at things differently to make banking a Fifth Third better. This applies to our relationships with customers and employees alike. We employ about 18,000 people while offering: • A chance for employees to build their future, with supportive career development and comprehensive health and financial wellness programs. • An environment where we win together by celebrating achievements and working collaboratively. • An opportunity to make a difference in a positive and lasting way. Everything we do is geared toward improving lives. We’re proud that Fifth Third is a warm and caring place to grow – as a customer and as a team member.